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Geek Culture / why does sound keep cutting out on laptop

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Green Gandalf
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Posted: 28th Sep 2014 14:29
My laptop has recently been affected by an annoying sound problem.

When I play certain games and demos the sound plays perfectly for a minute or so then cuts out and doesn't return till I close the application. At first I thought it was a bug in the particular game I'd been playing but then I noticed it was happening to another unrelated game and I've since confirmed that it happens in a test demo of mine. If I play the sounds or music from windows they play fine but in game they suddenly cut out after a minute or two. This seems to affect all sound formats.

Could it be a heating issue? I've noticed this only happens when the fans are running noisily although I haven't done extensive testing of this theory yet.

Any suggestions on what to do or what could be wrong?



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MrValentine
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Posted: 29th Sep 2014 07:25
Have you overclocked the components? [That is if the BOS allows you to]

Try under-clocking the system if possible and see if it occurs [Again if you can do so in the BIOS]

Check background tasks, and services, and taskbar apps the icons next to your clock, make sure the sound chip driver is running...

Clonkex
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Posted: 29th Sep 2014 08:52
Ok, so here's a few suggestions:

Number one on my list is to check the Communication setting. By default, Windows will lower the volume of all other programs by 80% if it thinks it detects a "communication sound" (eg. Skype, voice chat, etc.), and can be set to mute all other sounds entirely.

To disable this annoying "feature":

- Open up Control Panel.
- Click Sound.
- Go to the Communications tab and click Do Nothing.
- Click OK.

Some googling also brought up these possibilities:

- If you have Intel Trusteer Rapport installed, uninstall it. It has issues.
- Make sure you have the latest version of Flash Player installed.
- Obviously, make sure you have the latest sound drivers installed.
- Is it a Toshiba laptop? Certain Toshiba laptops are known to have faulty sound chips that fail and then stop producing sound after 10-90 seconds of playing sound.

I would say if it's a laptop then heat is a distinct possibility, but I would think it should only occur if some part of the sound chip is failing.

Phaelax
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Posted: 30th Sep 2014 21:33
Reinstall the drivers

Clonkex
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Green Gandalf
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Posted: 1st Oct 2014 02:17
Thanks for the suggestions.

Quote: "Quote: "Reinstall the drivers""


Why should that suddenly become an issue after 2 years of use?

Quote: "- Is it a Toshiba laptop? Certain Toshiba laptops are known to have faulty sound chips that fail and then stop producing sound after 10-90 seconds of playing sound.

I would say if it's a laptop then heat is a distinct possibility, but I would think it should only occur if some part of the sound chip is failing."


Something along those lines is my favoured explanation at the moment.

Quote: "Go to the Communications tab and click Do Nothing."


I didn't know about that. I'll try that first just in case something weird is going on. If it works then how can I find out which activity is causing it? None of those should apply as far as I know, i.e. Skype, etc. Simple to test though. Thanks.



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Clonkex
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Posted: 1st Oct 2014 02:50 Edited at: 1st Oct 2014 02:51
Quote: "Why should that suddenly become an issue after 2 years of use?"


It shouldn't, which means it's unlikely to be the cause, but after years of fixing PCs, I know for sure that you just gotta try everything, one thing at a time. Often something that you thought made no logical sense actually makes perfect sense once you know it was the issue after all.

For instance, you might be thinking, "But I didn't change the sound drivers so that can't be the problem", but days later you reinstall them as a last resort only to find it fixes the problem. Suddenly, you realise that those graphics drivers you installed that had nothing to do with sound actually included a sound driver which broke the normal drivers.

Quote: "None of those should apply as far as I know, i.e. Skype, etc."


No, and usually, there is no logical reason for Windows to be muting volumes; it just does it when it feels like it, even when the only thing playing sound is Windows Media Player

bitJericho
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Posted: 1st Oct 2014 03:06
Quote: "Why should that suddenly become an issue after 2 years of use?"


Cosmic radiation.

Green Gandalf
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Posted: 1st Oct 2014 17:44
Quote: "Suddenly, you realise that those graphics drivers you installed that had nothing to do with sound actually included a sound driver which broke the normal drivers."


Hmm? I did update the GFX drivers not long ago. I thought the present problem predated that - but it might not have done. Now to find out how to reinstall the sound drivers. Where do I look?

Interesting. I'm now getting messages from something called Interactive Services Detection - except I can't see any messages just a blank screen. The offending program seems to be something to do with the built in touch pad (which I have disabled). Is this relevant or something else?



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MrValentine
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Posted: 1st Oct 2014 17:50
GG cannot remember if you are on Win 7 or 8 but check your action centre or performance history / event history for error events

Green Gandalf
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Posted: 1st Oct 2014 17:55 Edited at: 1st Oct 2014 17:56
Interesting. There seems to be a recent update to a sound driver. No idea what it does but the date seems to be in the right ball park:



Should I simply hit the roll back driver button?



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Green Gandalf
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Posted: 1st Oct 2014 18:00
Quote: "GG cannot remember if you are on Win 7 or 8 but check your action centre or performance history / event history for error events "


W7. This rings a bell but it's one of those things I refer to so rarely that I cannot remember where to look.

I think I'll hit the roll back button and see (hear?) what happens.



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Phaelax
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Posted: 1st Oct 2014 18:46 Edited at: 1st Oct 2014 18:46
After 2 years you've never installed anything new or done any updates? Things conflict. Things get corrupted. It's windows, things just break! (or in your case, auto-updates)

Sound works in windows, but starts cutting out in games and demos. By any chance are those games using DX?

James H
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Posted: 1st Oct 2014 20:58
I THINK NV drivers for me did exact same thing, I have integrated sound on mobo and my gfx card has HDMI slot I don`t use, especially in bf4 I got the same sort of sound issues described. NV drivers install audio drivers as a second device, presumably for HDMI? Anyway, I dont use HDMI, so I uninstalled the NV audio driver and disabled the device in Device manager and now the problem is fixed.
Clonkex
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Posted: 2nd Oct 2014 03:22 Edited at: 2nd Oct 2014 03:24
Quote: "Should I simply hit the roll back driver button?"


That's one option, and is certainly worth a try. The other would be to look up your laptop on the manufacturer's website and download the official sound drivers.

Either way, just try everything, on thing at a time (unless you're worried you might damage something, in which case a bit of Google never goes astray - in the case of sound drivers, however, there's virtually nothing you can permanently break).

Phaelax
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Posted: 2nd Oct 2014 03:53
Quote: "there's virtually nothing you can permanently break"


You say that but....... I have seen techs catch CD-roms on fire before.

Clonkex
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Posted: 2nd Oct 2014 08:10
Quote: "I have seen techs catch CD-roms on fire before."


?!! What did they DO?!

Green Gandalf
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Posted: 3rd Oct 2014 02:44
Quick update on the sound issue on my laptop: I usually rely on the built in speakers. Someone locally suggested I try the headphone port. That seems to work perfectly without problems so at least I can play games in all their auditory splendour. Rather weirdly, if I remove the headphone plug while a game is still running the main sound comes back on as it should but then dies after about 2 minutes of play. I've no idea what is causing this but at least the earphone/headphone solution works - and gives better quality sound.

Quote: "That's one option, and is certainly worth a try. The other would be to look up your laptop on the manufacturer's website and download the official sound drivers."


Rolling back the audio driver had no obvious effect. I'll see what I can find on the manufacturer's website.

James H

Interesting. I'll look into that suggestion when I get the chance.

But at least I have a solution that works - till Phaelax's update demon breaks that as well.



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Clonkex
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Posted: 3rd Oct 2014 05:39
Quote: "Someone locally suggested I try the headphone port. That seems to work perfectly without problems so at least I can play games in all their auditory splendour. Rather weirdly, if I remove the headphone plug while a game is still running the main sound comes back on as it should but then dies after about 2 minutes of play."


I should have mentioned trying that, but I sort of assumed you would have thought of it already Other people with your problem have found the headphones still work fine.

Green Gandalf
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Posted: 3rd Oct 2014 12:06 Edited at: 3rd Oct 2014 12:11
Quote: "but I sort of assumed you would have thought of it already "


It never occurred to me that it would be any different () - and I've never liked using them (till now ). Still don't know for certain whether it's a software driver issue or a hardware one. I've checked my sound drivers (as far as I can tell - see image below) and they are all up to date. Anyone know which is the most likely culprit? Only one has been changed recently (the fourth one dated September 2014 and the previous version of that was dated April 2014 - unfortunately I'm not sure when the problem started, it could be as far back as April).

I see there's an option to disable the device. What effect would disabling have and would it be reversible? I ask that because I disabled something the other day to see if it helped (it had effect that I could see or hear) but couldn't see any means of enabling it when I returned to the same tab .



Edit @Phaelax One of the games concerned and certainly my demo which reproduces the issue both use DX. I guess the other game does as well.



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James H
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Posted: 3rd Oct 2014 15:07
I had no issues disabling/enabling audio devices - I simply disabled one and played some music via media player, could not hear a thing then enabled it again and disabled the other, played same file and sound was audible. I did not close the device manager at any point, as the problem sound was always in game all I was doing was determining which device was which as both devices in device manager hold the exact same name for me, obviously I only wanted to disable the device that was not in use. Anyway I ran the game and the issue has disappeared and not returned. I can not see why removing the driver would be relevant but I suppose it might be, it just so happens that I had already removed the driver prior to the realization that I should probably just disable one of the devices in device manager.
Clonkex
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Posted: 3rd Oct 2014 15:36
Quote: "I see there's an option to disable the device. What effect would disabling have and would it be reversible?"


Disabling a device in Device Manager basically turns off the hardware (in truth it disables and stops the driver, but the effect is the same). It's entirely reversible, just right-click the disabled device and hit Enable Also, a disabled device will have a small arrow pointing downwards on the icon.

You've probably also noticed the Uninstall option when you right-click a device. This isn't permanent either, but can be fiddly to undo. All it does is uninstall the driver for that device. If you then restart your computer or click the Scan for Hardware Changes button (or possibly even just close and open Device Manager), Windows will search for plug-and-play hardware and attempt to install a driver. In the case of a graphics card, for example, Windows might install its own crappy driver and you'll have to run the NVidia/AMD driver installer again to get back to normal (fiddly but certainly not dangerous or anything). If you accidentally uninstall the drivers for a USB device (your mouse, say), just unplug it and plug it back in and Windows will reinstall the drivers automatically.

Just a tip, though: Don't go disabling or uninstalling your monitor or graphics card or your screen will go black and you'll have to boot into safe mode to fix it

Final suggestion: If it turns out you can't solve the problem with our help, I'd highly recommend you post your problem to the very helpful folks over at Seven Forums. They're generally very thorough, friendly and helpful, and most of them are very experienced. Just do exactly what they say and provide as much information as you can

Green Gandalf
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Posted: 3rd Oct 2014 17:44
Thanks.

I'll post back if I have any news.



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Phaelax
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Posted: 3rd Oct 2014 19:31
I still think it's a driver issue.

Just a shot in the dark here, but do you have skype running in the background?

Green Gandalf
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Posted: 3rd Oct 2014 20:13
Not as far as I know. In fact I don't have Skype. What about the web cam? Is it possible for that to be running without my knowledge and how can I check?



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Phaelax
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Posted: 3rd Oct 2014 21:13
Most webcams as far as I know have a tiny light on them when active, at least on laptops.

bitJericho
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Posted: 3rd Oct 2014 21:55
Some have had that light subverted. The safest thing is to disable it in the bios, unplug it, or tape it up.

gamerboots
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Posted: 4th Oct 2014 02:35
It would not be the first time that an updated driver has caused something like this especially when dealing with NVIDIA. I have installed updated drivers for Nvidia before and the result was that I had to roll back the driver on a couple of my pc's because the updated driver wouldn't work properly.

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Green Gandalf
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Posted: 4th Oct 2014 17:01
Yes, that's one thing I haven't tried. I'd have to roll back a couple of times at least to predate the problem. Does Windows keep track of all previous versions?

Noticed something else today: if I unplug the headset then the standard sound returns for a minute or so. This will happen every time I plug in and remove the headset. So it's beginning to look like a driver issue.



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gamerboots
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Posted: 4th Oct 2014 20:19 Edited at: 5th Oct 2014 12:07
Quote: "Does Windows keep track of all previous versions?"

Mine does.
Quote: "
Noticed something else today: if I unplug the headset then the standard sound returns for a minute or so. This will happen every time I plug in and remove the headset. So it's beginning to look like a driver issue."

This happens when it detects that something has been plugged in. You can disable this feature in your sound manager by checking the
disable front panel jack detection box.

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Clonkex
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Posted: 5th Oct 2014 03:53
Quote: "This happens when it detects that something has been plugged in. You can disable this feature in your sound manager by checking the
disable front panel jack connection box."


What happens? Why are you saying to disable that?

Green Gandalf
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Posted: 5th Oct 2014 11:39
I was about to ask the same question.



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gamerboots
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Posted: 5th Oct 2014 11:55 Edited at: 5th Oct 2014 12:20
If you are constantly switching the mode of the front jack then one may wish to leave it enabled, otherwise, it is an annoyance that occurs every time you plug something in or unplug something.

GG what OS are you using ?

---
that post should have said front jack detection instead of connection
(corrected)

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Green Gandalf
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Posted: 5th Oct 2014 14:26
I think you've missed the point. The problem is not the sound cutting in when I remove the plug but the fact that it cuts out after a short interval of play.



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Clonkex
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Posted: 6th Oct 2014 01:20
Quote: "GG what OS are you using ? "


Win7 me thinks.

But you've missed the point. Ignoring the headphones entirely, the sound cutting out after a minute or so of playing. The headphones are not the issue. GG discovered that plugging them in made the sound play fine through the headphones, and when he unplugs them, the sound comes good on the speakers for another minute or so before cutting out again.

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